Global End User Support Analyst II

Global End User Support Analyst II

What You'll Do

• Provide first-level technical support to end users via phone, email, and chat.
• Diagnose and troubleshoot software, hardware, and network issues, ensuring timely resolution.
• Document technical problems and resolutions in the ticketing system.
• Collaborate with IT and Security teams to identify, prioritize, and resolve complex issues.
• Maintain and update knowledge base articles, user documentation, and FAQs.
• Monitor and track service desk metrics to assess performance against SLAs.
• Assist in the implementation and improvement of IT support processes and tools.
• Conduct root cause analysis on recurring technical issues to prevent future occurrences.
• Support end‑user device management, including provisioning, configuration, and troubleshooting.
• Conduct user training and onboarding sessions related to IT tools and best practices.
• Participate in IT projects involving system updates, rollouts, and process optimizations.
• Ensure compliance with IT policies, security guidelines, and best practices.
• Partner with Facilities Operations and the local managed office services provider to resolve Facilities and IT issues.
• Coordinate with Facilities, HR, and local leadership to support employee onboarding/offboarding, office access, and visitor technology needs.
• Use AI platforms, tools, and technologies to troubleshoot and resolve issues, and recommend or build self‑service solutions for common user problems.

Qualifications

Required Education and Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 1–3 years of experience in a technical support or help desk role.
• Experience with ticketing systems and remote support tools.

Preferred Education and Experience

• Certification in ITIL or a similar IT service management framework.
• Experience working in the software industry, particularly within SaaS environments.
• Exposure to Active Directory, Microsoft 365, and cloud‑based enterprise applications.

Skills, Knowledge, Abilities, and Behaviors

• Strong analytical and problem‑solving skills.
• Excellent verbal and written communication abilities.
• Proficient in diagnosing and resolving software, hardware, and network issues.
• Familiarity with Windows and Mac operating systems.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong customer‑service orientation with a focus on user satisfaction.
• Ability to work both independently and collaboratively within a team.
• High attention to detail and a methodical approach to issue resolution.
• Strong organizational skills, with the ability to document processes and solutions.